How to Navigate Tickets in Lucidya

The Tickets section is the day-to-day workspace where agents and team leaders manage all tickets. It provides a structured view of every ticket in the system with tools to filter, sort, act on, and export ticket data.

Step 1. Navigate the Ticket Tabs

The Tickets section is organized into five tabs:

1. My Tickets, tickets assigned to the logged-in agent.
2. Teams Assigned, tickets assigned to the agent's team.
3. Unassigned, tickets not yet assigned to any agent or team.
4. Archived, tickets that have been archived and are no longer active.
5. All Tickets, a full view of every ticket in the system regardless of assignment or status.

You can have up to 10 tickets open at the same time, each in its own tab. Tabs can be reordered using drag and drop.

Note: Resolved and completed tickets are hidden by default. Toggle Show Completed Tickets in the filters to display them.

Step 2. Sort and Filter Tickets

Each tab supports sorting by ticket creation date: newest first by default, or oldest first. Your sorting preference stays in place as you switch between tabs.

Filters let you narrow the list by: ticket priority, type, and status; ticket ID, customer phone number, or email; assigned agent and assigned team; tags, SLA, overdue status, time to complete, and total unassigned time.

Note: Filters respect the tab context. The Teams Assigned tab won't show an Assigned Teams filter, and the My Tickets tab won't show an Assigned Agents filter.

Step 3. Export Ticket Data

Each tab has an Export button that sends the ticket data to your email and saves the file in the Notification Center.

The export includes all applied filters and covers key fields: ticket ID, status, creation date, resolution date, assigned agent, assigned team, time to complete, and customer details. The file name reflects the tab you exported from, for example All-Tickets.xlsx or Unassigned-Tickets.xlsx.

Step 4. Open and Navigate a Ticket

Click on any ticket to open it in place. You can also open it in a new browser tab using the external link icon.

Step 5. Understand the Ticket Header

The header displays the ticket ID (with a copy icon), last update time, current status and sub-status, and the assigned agent's avatar. The status flow runs left to right, showing completed, current, and upcoming statuses, each with the time it was first reached.

Step 6. Edit Ticket Details

All ticket fields are editable by any user, no restrictions. Click Edit to update any field, then save. Changes are reflected immediately and logged in the activity log.

Step 7. Manage Status and Sub-Status

Tickets move through four main statuses: Submitted, Pending, Ongoing, and Resolved. Each status has up to four configurable sub-statuses. You can move a ticket forward, backward, or skip statuses entirely, there are no restrictions on navigation.

When you select a sub-status, a confirmation appears immediately. The customer notification (SMS or email) is sent only after the sub-status remains unchanged for one minute, which prevents accidental selections from triggering unnecessary messages.

Step 8. Assign, Link, and Tag Tickets

Assignment: tickets can be assigned, reassigned, or unassigned directly from the ticket view. Any user can make assignment changes.

Linked Tickets: tickets can be linked to other tickets regardless of type or status, a customer-facing ticket can be linked to an internal one, and even archived tickets can be linked. The linked tickets section shows up to two tickets before adding a scroll bar, and can be collapsed when not needed.

Tags: up to 10 tags can be added per ticket. Tags are created and managed in Configurations by team leaders but can be applied by any user. The company-wide tag limit is 350.

Step 9. Add Internal Notes

Internal notes are visible only to your team, customers never see them. Notes support mentions using @, emoji, and up to 500 characters. Mentioned agents receive an email notification. Notes can be edited or deleted after creation, and the original timestamp is preserved even after edits.

Step 10. Review the Ticket Source and Activity Log

Ticket Source: for tickets linked to an OmniServe engagement, this section shows the engagement details with a link to open it directly. For standalone internal tickets, this section is empty.

Activity Log: every action taken on a ticket is recorded here, status changes, assignment updates, edits, notes, tags, linking, archiving, and more.

Step 11. Archive a Ticket

Any ticket can be archived regardless of its current status. Archived tickets move to the Archived tab and can no longer be edited, tagged, linked, or have notes added, though previous notes, tags, and linked tickets remain visible. Tickets can be unarchived at any time and will return to their previous status and position.

For further assistance, contact Lucidya Support.